Amanda Young, a patient suffering from chronic back pain, has accused Townsville Hospital of inadequately addressing her severe symptoms during multiple visits in March 2023. Young, who has a history of back issues, including bulging discs, found herself in escalating agony and required an ambulance on two occasions that month.
Upon her first visit to Townsville Hospital, staff administered medication but sent her home after a few hours. Young’s pain persisted, prompting a return to the emergency department where she experienced what she described as a shocking lack of empathy from medical staff. “I was told by the doctor there to shut up due to my symptoms and me being in pain,” she recounted. Despite her pleas for effective pain relief, Young alleged that staff dismissed her concerns, stating they had already provided appropriate treatment.
Young’s situation escalated as she struggled with mobility, arguing with hospital personnel while in excruciating pain. “They put me in a bed,” she said. “I couldn’t even get up and go to the bathroom.” After repeated requests for assistance, she felt compelled to record her experience, only to be told by staff that filming was prohibited. Ultimately, she was discharged and returned home in a state of distress.
Following her troubling experience, a Ryan’s Rule advocate recommended that Young seek further medical attention if her condition did not improve. Named in memory of a patient who died from an undiagnosed infection in 2007, Ryan’s Rule allows patients and their families to express concerns about their treatment if they feel unheard. This time, Young was referred to a surgeon who quickly prescribed medication that alleviated her symptoms.
The surgeon informed her that surgery would eventually be necessary, although discussions about the procedure were postponed due to the severity of her pain. It took another year for Young to undergo surgery, during which surgeons discovered large bone spurs attached to her nerves—issues that had eluded detection in her initial MRI scans. “The operation did take an extra four hours longer than what it was supposed to due to the severity of the condition,” she noted.
Despite the surgery, Young continues to live with substantial pain and believes she has been unfairly labeled a “drug seeker” in her medical records. “It makes it harder for me to get medication or treatment or help when I do need it,” she stated. Young expressed concern for patients who may not feel empowered to advocate for themselves in similar situations. “It’s extremely scary that patients like myself can walk into a hospital, in pain, and not be taken seriously,” she said.
In light of her experience, Young is calling for hospitals to take patient complaints seriously and to conduct thorough evaluations rather than assuming individuals are seeking drugs. “Look at our records, look at our charts,” she urged, emphasizing the importance of understanding patient histories.
In response to Young’s allegations, a spokesperson for Townsville Hospital and Health Service, Chief Executive Kieran Keyes, stated that investigations into her claims found that her concerns were not ignored. Keyes asserted that the care provided was appropriate based on clinical assessments conducted during each visit. The spokesperson noted that the matter had been reviewed and referred to the independent Office of the Health Ombudsman, which concluded in January 2025 that Young’s complaints had been managed appropriately.
Hospital records indicate that Young was thoroughly assessed by a senior medical officer and other staff following her complaints, and that no further escalation under Ryan’s Rule was activated after these evaluations.
